SUMMARY

• An IT Professional with over 10 years of experience in the field of IT Infrastructure Services in Service Delivery, SCCM Administrator, Desktop Support, End User Computing, ITIS Help desk Support
• SCCM 2007 design and Implementation.
• Antivirus management and End User Computing components which includes Microsoft deployment toolkit 2010 & 2012.
• Design, plan and implement modifications/upgrades to existing Altiris v7.1 environment
• Expertise in Application Packaging, Patch management
• OS migration solutions, Microsoft Infrastructure Service products,
• Having sound knowledge with strong hands on experience in Windows active directory configuration and troubleshooting skills
• TCP/IP, ADS, DNS, DHCP, Proxy, Ethernet
• Automated several IT processes with customized PowerShell scripting
• ITIL Methodologies
• Blackberry console - Configuration of Blackberry Infrastructure environment (BES 6.0) and Lotus Notes 7.0
• Good in networking concepts like OSI Layer, VPN Checkpoint, RSA
• Expertise in handling server/user specific issues within the infrastructure and providing prompt resolution to the same.

TECHNICAL SKILLS

OS: MS Windows XP, 2007, 2010

Servers: MS Windows 2008, 2012 R2

Citrix Products: XenApp 6.5, XenDesktop 7.x, Citrix Web Interface 5.4 / Storefront 2.6/ Edge sight 5.4, Control Up

Virtualization: VM Ware ESX 5.5, VMWare Horizon 3.5.2/4.2

EUC Concepts: AD, Lotus Notes, Blackberry, AS/400, Bit locker DAX, Primavera, Atlas, SharePoint, O365,Outlook 2013/2016, Microsoft Dynamics CRM, Proofpoint, IronPort, Splunk

Deployment/Monitoring tools: Altiris 7.1, SCCM 2007,2012, IBM BigFix Support Center 9.5.3.211, MDT 2010/2012

Scripting: PowerShell 2.0, 3.0

Backup Tools: Symantec Net backup, Veritas Net Backup

Networking tools: OSI Layer, IPv4, IPv6, Subnetting, LAN, WAN, VPN Checkpoint, RSA

Monitoring Tools: Control-M V6.2 & 6.4 - EMC - Console monitoring Infrastructure Tool - Solar winds, SCOM, Control up, Netapp, FMS server monitoring

Ticketing Tools: BMC Remedy, Service-Now, LANDesk, Footprints, Mastercraft, CCM.net, EZCRM, HPService Now, Lean kit

PROFESSIONAL EXPERIENCE

Confidential

Desktop Support Engineer

Responsibilities:

• Migration of Windows 7 to Windows 10 operating system for more than 200 employees.
• Support all Windows 10 and Windows 7 related issues for the applications that are used in the Infrastructure
• Install, configure and troubleshoots on applications like CMS supervisor, Avaya, Verint and Access client solutions (AS400)
• Support all Network migration and activities on the Site.
• Troubleshoots and fixes issues related Office 365, Skype for Business.
• Deployment of Software application through Software Center (SCCM)
• Handled issues related to MAC PC’s like user account management, Casper server maintenance. Installing configuring applications like Adobe Dreamweaver and Office 365 for MAC.
• Users Service Now/Former- Master Craft ticketing tools for handling Incidents and requests on a daily basis
• Troubleshooting on connectivity, Slowness, Entitlement, Provisioning, Imaging issues related to VMs over the infrastructure
• Handled Active Directory lockout issues and GPO related issues
• Troubleshoots issues that are related to OKTA single sign on and Active Directory user management
• Worked on VLAN networking issues and also on Cloud VMs.
• Coordinate with Dell support for network compatibility issues related to Windows 10 deployment
• Troubleshooting on VPN-F5 issues for home office users.
• Used Office 365 for Yammer and SharePoint
• Configuring mail for IOS 9 and above devices and Android devices for versions 5 and up
• Users TeamViewer/Bomgar remoting tool to support users who works remotely
• Basic troubleshooting like certificates issues for Mac machines, configuring printer using Casper Suite
• Decommissioning VRTX and old ESX servers from the data center. Decommissioning old laptops, desktops, printers and other network equipment’s
• Worked on Migration of client office to the new location. Coordinated/support Network team on Migration.
• Handled major issues on Windows 7 to Windows 10 migration
• Worked on issues related to iPad configuration and the AirWatch browser issues
• Coordinated with VMWare vendor support for AirWatch browser sync issues iPad configuration for WPED payments processing

Confidential - Franklin, WI

End User Computing Engineer

Responsibilities:

• Troubleshooting issues on Office 365, Outlook 2016, SharePoint
• Running images on the Windows 10, Win 7 operating systems
• Used Bomgar and RDP to remote in to user’s machine to troubleshoot on the issues. provided operational and end user support for the VDI environment
• Delivering the packaged applications for Desktops and Servers through SCCM 2012.
• Troubleshooting on checking event logs using Splunk,
• Worked on Exchange issues related to Proofpoint, IronPort portals
• Maintain software versions of the SCCM 2007 R3 and 2012 infrastructure servers to the latest production levels.
• Create, run, and troubleshoot scripting tools to automate SCCM 2007 R3 and SCCM 2012.
• Providing Operational support for the SCCM 2007 R3 and R2012 clients.
• Providing support for the deployment of various software’s to client machines using SCCM 2007 and 2012
• Scheduling patches for servers in desktops/workstations in SCCM 2007/2012
• Monitoring and running patch updates for Windows 7 machines using WSUS
• Support for global deployment of software’s and patches.
• Provided Infrastructure as per ITIL standards
• Creating advertisements and collections for the deployments in SCCM
• Troubleshooting VDI related issues using VMware VSphere, used VMWare Horizon View agent 6.2.1 and 7
• Provide desktop and remote support on a Windows XP desktop, Active Directory using the built-in Remote Desktop Protocol.
• Troubleshooting on connectivity, Slowness, Entitlement, Provisioning, Imaging issues related to VMs both Onsite and offshore teams
• Created and provided system reports, via SCCM, to IT managers to assist in determining the most efficient hardware upgrade purchases.
• Handled Active Directory lockout issues and GPO related issues.
• Used Office 365 for Yammer and Sharepoint
• RSA End user management and troubleshooting of RSA SecureID related issues
• Managing token licenses for the users through RSA portal
• Powershell scripting with Exchange kind of issues.
• Provided guidance on creating custom reports utilizing the SCCM DB using custom SQL queries and SQL Reporting Services.
• Responsible for all aspects of SCCM task including operating system deployment, SCOM Active Directory, Windows Operating System deployment and automation.
• Configuring mail for IOS 9 devices and Android devicesfor versions 5 and up
• Used Leankit for SAFE Agile management for both HR skills and Tech skills
• Worked on VLAN networking issues and also on Cloud VMs.
• Applications publishing/Refreshing applications using IBM BigFix Support Center 9.5.3.211
• User experience monitoring, Single sign on, Performance troubleshooting, Endpoint management (thin clients, mobile devices, PCs, etc.)
• Troubleshooting on VPN issues for home office users.
• Installing and troubleshooting issues for Adobe FP24, Shockwave 12.2, Air Current Reader 11.x.x to 11.0.17, Acrobat STD and Pro, Acrobat DC, Adobe Creative Suite 5, 5.5,6 and Adobe CC 2015-2017, SEPV12,14.
• Installing/Troubleshooting issues related to Microsoft Dynamics CRM for Outlook 2016
• Installing/Troubleshooting issues related to MS Project and Visio 2007/2013 versions
• Identified issues proactively using required tools and act accordingly on fixing issues in a timely manner
• Worked in HP Service Manager ticketing system to solve escalated issues
• Contributed to knowledge base for troubleshooting and maintaining the environment
• Provided documentation, processes and technical training to service desk and administrator level team members
• Provided operational support for Active Directory and related network support equipment to ensure changes and maintenance did not interrupt service to the customers
• Diagnosed and troubleshoot problems with PCs, software, communications devices within established procedures, responds to End User requests for technical support and assistance.

Confidential - Jersey City, NJ

IT Analyst

Responsibilities:

• Publishing Applications, Content and Desktops to users as per their business requirements
• Installation and upgrading the various applications on Servers and publishing the Application on Citrix Servers
• Configuring policies over the farm for printers, Client devices, printing, etc.
• Test and deploy OS & Citrix hotfixes, firmware updates.
• Scheduled activities e.g. Weekly server reboots through Citrix policies
• Providing individual training and support on request
• Creating, Implementing and updating Change tickets normal, emergency and pre-authorized using Landesk Ticketing tool
• Analyzing Incident, Change & Problem tickets and providing status on daily and weekly status call.
• Coordinating with CAB team and implementing change requests
• Examined the performance on servers using Control Up Tool.
• Providing an instant and up-to date information on the solution progress
• Informing about expected upgrades, changes to the Customer's environment,
• Providing the first and second level support for Desktop, Server, and Network on Citrix environment.
• Work on the Incidents based on the severity and escalate to next level depend on the requirement.
• Providing 24/7 Production support for Citrix environment
• Alert Monitoring for Virus on client computers and servers.
• Blackberry End user management
• RSA End user management
• Troubleshoot network connectivity issues. Install, configure and troubleshoot desktop systems perform break/fix on all computer hardware on both desktop and laptop computers
• Moves, adds and changes for Laptops, Requirements
• Physical move of computer systems, peripherals and printers necessary Desktops, Monitors and phones.
• Install hardware and peripheral components as needed like disk drives, MFD Printers, Keyboards.
• Attending Weekly/Monthly meetings with Clients.
• Prepared team report, development strategies and other documents for team management.
• Provide a WSR of the previous week’s Ticket count of the team.
• Created/managed user accounts using Blackberry console
• Publishing new applications and configuring the existing application as per Change Request from Management.
• Co-ordinate with the team members in managing the Change requests from various teams.
• Give importance to the Quality of Documents and reasons provided by the team in order to validate the tickets
• Motivating the team to achieve high standards and SLA targets.
• Scheduling and directing activities to the reporting team members to resolve the issues within the team in a timely & accurate manner.

Confidential

SCCM Administrator

Responsibilities:

• Administration and architecture of the SCCM 2007/2012 Hierarchy of Primary and Secondary Site Servers
• Providing support for the deployment of various software’s to client machines using SCCM 2007 and 2012
• Support for global deployment of software’s and patches.
• Provided Infrastructure as per ITIL standards
• Creating advertisements and collections for the deployments in SCCM
• Troubleshooting of failed package installations on the workstations and servers
• Verifying various logs for the failed machines and servers and taking necessary actions to make it compliant
• Scheduling patches for servers in desktops/workstations in SCCM 2007/2012
• Monitoring of servers during the patch cycle
• Setup user with necessary applications according to department requirements
• Break/Fix issues include: corrupt profiles, blue screens, mail quota filled, etc;
• Provide desktop and remote support on a Windows XP desktop, Active Directory using the built-in Remote Desktop Protocol
• Deployed in-house applications and troubleshoot issues with help in application development team
• Experienced with multiple floor projects for software and hardware rollouts, such as systems and application updates, anti-virus updates, and others.
• Resolved common user logon issues for Laptops, Desktops, hardware, software, Outlook, and Printers.
• Troubleshooting of failed User Acceptance Test applications, and escalating to proper groups for a timely resolution.
• Identified and solved hardware, software, and network related problems for 2,500 end-users;
• Distribution of packages to individual machines on client requirement.
• Give importance to the Quality of Documents and reasons provided by the team in order to validate the tickets
• Motivating the team to achieve high standards and SLA targets.
• Troubleshoot network connectivity issues install, configure and troubleshoot desktop systems and PC refresh perform break/fix on all computer hardware on both desktop and laptop computers
• Moves, adds and changes for Laptops, Requirements
• Physical move of computer systems, peripherals and printers necessary, Desktops, Monitors and phones.
• Managing the team in all team activities.

Confidential

AS/400 Administrator

Responsibilities:

• Reimaging and Configuring new laptops using Symantec Ghost
• Troubleshooting issues related to Bit locker Encryption tool
• Have experience on AS/400 for the manufacturing sector
• User account creation using AS/400
• Worked on Printer spooling using AS/400
• Troubleshooting and configuring Outlook mailbox
• Placing order for hardware equipment’s and software through Dell Zones website
• Responsible for maintaining user’s session in Citrix app centre
• Providing access to users for DAX, Primavera Altas and WebEx
• Configuring and troubleshooting issues that are related to network printers using AS400
• Monitoring servers using AS/400 and sending reports to the clients on a daily basis.
• User profile management using AS/400
• Troubleshooting on network shared drive issues.
• Troubleshooting issues related to Outlook and configuring mailbox to the users.
• Configuring mailboxes and troubleshooting on synchronization issues related Blackberry and iPhones
• Installing and Troubleshooting on Citrix receiver
• Troubleshoot network connectivity issues
• Configuring email with Mobile devices like iPhone and Blackberry
• Troubleshooting on the synchronization issues with the Mobile devices install, configure and troubleshoot desktop systems
• Used Footprints for documenting all the issues and troubleshooting did on the same perform break/fix on all computer hardware on both desktop and laptop computers
• Physical move of computer systems, peripherals and printers necessary Desktops, Monitors and phones.
• Install hardware and peripheral components as needed like disk drives, MFD Printers, Keyboards.
• Good experience in monitoring Citrix servers using Controlup
• Configuring ActiveSync on Mobile Devices to receive Polaris emails and troubleshooting issues on Citrix Admin Console
• RMA, Runtime, System Check and ABSmessage checks are performed using AS400 and reports will be updated in the SharePoint
• Attending Weekly/Monthly meetings with Clients and submitting reports based on AS/400 monitoring reports
• Prepared team report, development strategies and other documents for team management.
• Provide a WSR of the previous week’s Ticket count of the team.
• Co-ordinate with the team members in managing the Change requests from various teams.
• Give importance to the Quality of Documents and reasons provided by the team in order to validate the tickets
• Motivating the team to achieve high standards and SLA targets.

Confidential - Lexington, KY

IT IS Helpdesk/System Engineer

Responsibilities:

• Troubleshooting on Operating systems related issues and also on application related issues
• Troubleshooting end user problems using remote management tools like Dame ware and Remote Desktop Connection
• Installation and troubleshooting VPN client software, Wireless Drivers and Lexmark Printer Drivers on user’s system
• Configuring and troubleshooting the Lotus notes client for mails
• Preparing weekly reports on software’s installed over the machines.
• Download, stage, and deploy software updates using Altiris v7.1
• Create custom reports as requested by senior management or customer
• Design, plan and implement modifications/upgrades to existing Altiris v7.1 environment
• Implement solutions for software and baseline image deployment
• Troubleshoot network connectivity issues
• Configure and troubleshoot on Network Shared Drives
• Worked on PC Refresh for laptops for the end user laptops perform break/fix on all computer hardware on both desktop and laptop computers
• Moves, adds and changes for Laptops, Requirements
• Physical move of computer systems, peripherals and printers necessary desktops, Monitors and phones.
• Install hardware and peripheral components as needed like disk drives, MFD Printers, Keyboards.
• Basic troubleshooting on Citrix receiver and Citrix online plug-in
• Troubleshooting Google mail related issues
• Possess strong communications, inter-personal, Team handling & Leadership skills.
• Planning, organizing, and managing staff and overall operations to ensure the stable operation of the organization's infrastructure.
• IT Inventory report generation for locations through Altiris